Website Fennies Day Nurseries

full time

IT Support Engineer

Key Facts


IT Support Engineer


Up to £30,000-£35,000





Job Type

Full time

About Us

Fennies opened its first nursery in 1992, with the vision to create a happy, vibrant and innovative learning environment where all children are nurtured to flourish academically, culturally, and socially. We offer an enhanced delivery of the EYFS with a contemporary approach to learning with linguistics lessons, sports coaching, and well-being activities.

Our employees are at the heart of Fennies, practitioners have access to continuous internal training an extensive well-being program and access to multiple benefits. Support is offered from our wider collective of experts, from areas such as education, communications and HR. Our forward-thinking practice allows staff to thrive within their careers and their daily routines. All our settings are rated good or outstanding by Ofsted, to provide the ‘right start for under 5’s!’


What will you be doing?

You will be responsible for delivering first class desktop support to our team (some of whom located in different locations within Surrey and London). You will be resolving incidents and escalating to the 3rd line support team where more complex issues occur.

  • Desktop Support
  • Provide 2nd line technical support to all staff mainly based in Epsom Head office but occasional remote support. Monitor and qualify classifications of incidents and requests raised by the staff by telephone, email and via the 3rd party IT provider.
  • Ability to Troubleshoot and resolve escalated issues with Microsoft 365 operating systems
  • Provide mobile device management and support
  • Provide networking support for switches, firewalls, WiFi
  • Take ownership of and manage the relationship between Fennies and the 3rd party IT provider.
  • Proactively take part in the implementation of planned changes on environments through the 3rd party provider established Change Management processes
  • Reviewing and addressing alerts originating customer infrastructure, helping to reduce false positives by correctly classifying any Event tickets that you work on before closure.
  • Provide advice and report to the operations director in all matters IT related.
  • Management
  • Plan your time and work independently – take ownership for driving resolution of tasks
  • Manage the IT service effectively ensuring you always deliver results against SLAs and targets – lead by example
  • Provide the business with regular updates
  • Ensure the tickets information are always of the highest standard (both, detail and quality of the written information)
  • Resolve incidents. Proactively follow up with users as you resolve these to confirm the work is completed to their satisfaction


What are we looking for?

You’ll be hardworking and hungry to learn. What really matters is someone that is passionate about our mission and values and who will add value to our culture.

Your Fennies Journey

We like to give back to our teams by nurturing your well-being through continuous internal training and an extensive well-being program. At Fennies, our values are accountability, diversity, quality and leadership and our practitioners thrive within this forward-thinking practice with added support offered from our wider collective of experts in areas such as education, communications, and HR. 

Qualifications and Experience

Technical experience (must have)


Experience of administering and troubleshooting (ideally over 2 years):


  • Microsoft Windows 7/8/10 desktop operating systems
  • Windows Server operating systems
  • Shared Storage
  • Microsoft Exchange Online
  • Microsoft Sharepoint
  • Keen to learn and develop skills on applications used within the nursery industry. (Connect, Cascade, Web Expenses, Hubspot)
  • Basic troubleshooting experience of networking devices: Firewalls and Switches – ideally Cisco


Other Experience


  • Experience of implementing planned changes to the relevant support technology under change control
  • Experience of resolving issues with wireless solutions
  • Experience of working in a structured, ITIL environment
  • ITIL v3/v4 Foundation Certification (preferred but not essential)


Professional Experience / About You


  • Excellent communication and interpersonal skills
  • Clear and fluent English (written and spoken)
  • Ability to lead by example – developing and maintaining respectful and inclusive working environment.
  • Flexible approach to working hours.
  • Full clean driving license (Access to company pool vehicle for site visits)

What's in it for you?

  • Competitive salary
  • Bike to work scheme
  • Up to 33 days annual leave including bank holidays
  • Pension Scheme
  • Refer a friend bonus
  • Free DBS check
  • Fennies Fresh – discounted food from our in-house dinner takeaway service
  • Excellent career progression opportunities
  • Salary: £30,000.00-£35,000.00 per year
  • Pool Car provided
  • 40 Hours per week

If you think you’d be a great addition to the team, we’d love to hear from you so get in touch today! 

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